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Frequently Asked Questions


What if I’m not home for delivery?

Insert – It’s Ok. If you ordered an insert you do not have to be home for delivery. However, please track the package and try to be home to receive it. Maybe let a neighbor know about your delivery or someone else in your home to secure the package.

Mantel – It’s a Problem. The freight company should have called you in advance to set up a delivery date and an appointment with a 4-hour window for delivery. You absolutely need to be home at the time of delivery to sign for your fireplace and verify it was received damage free. If you notice anything suspicious on the boxes please be sure to notate it when signing the bill of lading.

Do You Have Additional Questions?

We love talking fireplaces! Call us anytime at 800-558-8098 or chat with us on the web site. We can also be emailed at [email protected]. Usually phone calls and chat widget requests get the quickest replies.

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